Spanlink Acquires Calabrio, Inc.Spanlink Communications, Inc., a provider of customer interaction solutions that leverage VoIP-based unified communications The real time redirection of a voice, text or e-mail message to the device closest to the intended recipient at any given time. For example, voice calls to desk phones could be routed to the user's cellphone when required. technologies, recently announced that it has acquired Calabrio, Inc. and its software for distributed workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. (WFM (1) (Wired For Management) A specification from Intel for a PC that can be centrally managed in a network. It must be DMI compliant, be accessible by a management server prior to booting, contain instrumentation for component discovery and identification and ) and scheduling. Based in Longueuil, Quebec, Canada, Calabrio's workforce management solutions have contributed to the success of hundreds of call and contact centers in North America, Europe, Africa and South America. Spanlink's goal is to provide a software suite that focuses on transforming the business process for customer interaction in a services-oriented architecture (SOA (1) (Start Of Authority) The first record in a DNS zone file. See DNS records. (2) (Service Oriented Architecture) The modularization of business functions for greater flexibility and reusability. ). This approach enables businesses to improve customer interactions by making supervisors and agents more productive at all stages of customer interaction, including how they manage their time, interact with their customers and collaborate with their teams. The Calabrio acquisition extends the Spanlink InteractiveEdge family of products, which includes Spanlink Quality Management for recording, evaluation and training, to provide a comprehensive workforce optimization (WFO WFO Weather Forecast Office WFO Wirtschaftsförderung Osnabrück Gmbh WFO Western Field Ornithologists WFO Washington Field Office WFO Work for Others (USACE) WFO World Federation of Orthodontists WFO Wide Full Open ) offer for IP-based contact centers. With the addition of Calabrio Workforce Management software, Spanlink now offers workforce scheduling, adherence, key performance metrics and additional reporting capabilities into the agent and supervisor desktop views. www.spanlink.com |
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